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IQOS ILUMA i devices FAQ
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    IQOS ILUMA i - Touch Screen not responding / unable to tap or swipe

    If you experience difficulties using the Touch Screen, check the following:
    o    You are not using gloves
    o    Your fingers are clean and dry
    o    The screen is not broken or cracked
    o    The screen is clean and dry
    If there are no lights on the screen, check if:
    o    Your Holder is ON
    o    Your Holder is charged
    o    Your Holder has not been damaged
    If there are lights on the screen, perform a reset.
    If physical damage and the above steps did not resolve the issue, check the replacement eligibility.

    Can the Touch Screen be accidentally activated if it touches other items (ex: Holder is in the bag/pocket and is in contact with other items)?
    •    Potentially yes
    •    The Touch Screen is sensitive to conductive materials, i.e. it could activate the screen as if it was touched by the finger.
    •    The screen will activate and show the Holder status.
    •    It may consume the battery charge and your device may discharge more rapidly.
    •    To avoid this issue, always keep your Holder in the Pocket Charger.

    I have an issue with my IQOS ILUMA i device – Unusual screen signs (product issues)

    If you have registered your IQOS ILUMA i device in your account on iqos.com, you can try our self-diagnostic tool that allows you to quickly identify and fix problems with your device. To use the self-diagnostic tool, please follow this link.
    If your IQOS ILUMA i device is not yet registered in your account, you can try our different troubleshooting options by following this link and selecting your device.

    The issue may come from various reasons. Please, check the following:

    Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x
    Issue: Device is out of operating temperatures range
    Action: Bring the device to the optimal temperature range (0 – 40°C)

    Screen: One or two horizontal lines blinking 8x 
    Issue: Battery End of Life; One or both experiences permanently lost
    Action: Eligibility replacement check

    Screen: Letter “E” flashing 3x
    Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted
    Action: Reset the device

    Screen: Number “0” flashing 3x
    Issue: Low battery
    Action: Charge the Holder by inserting it in a charged Pocket Charger


    Screen: horizontal line and a circle underneath
    Issue: Device locked 
    Action: De-activate the “Device Lock” feature via IQOS App.

    Screen: no lights 
    Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder
    Action: Follow the Fault Tree


    Screen: 3 horizontal lines appear in waves 3x
    Issue: AutoStart is disabled (even when the stick is inserted) 
    Action: Activate AutoStart feature via IQOS App

    What is the optimal operational temperature for IQOS ILUMA i devices?

    The operating temperature range for the IQOS ILUMA i PRIME devices is 0°C - 40°C.
    If the device is outside the optimal temperature range, the screen will show 2 vertical lines (one at the top, one at the bottom) alternating side 3x
    Bring the device to the optimal temperature range (0 – 40°C). No replacement is necessary.

    IQOS ILUMA i - How to check how many uses I have available?

    You can check the number of available experiences by checking the Touch Screen.
    Short press on the Touch Screen:
    •    Two horizontal dashes indicate – 2 available experiences
    •    One horizontal dash indicate – 1 available experience. 
    •    One horizontal dash after the 2nd experience indicates that you can have a 3rd experience 
    •    Number “0” indicate that your battery is depleted. No experience available. Please, recharge your Holder.

    If I accidentally start an experience with a used SMARTCORE STICK®, do I lose one experience?

    Yes. If you start the experience with a used SMARTCORE STICK®, it will be considered by the device exactly the same way as a new stick. Therefore, the device will count this as one full experience. 
    Note: you cannot put your experience on Pause Mode and change for the new stick.  Removing the stick while on Pause (or at any time during the use) will stop the experience. Insertion of a new stick will start a new experience (if available)
    There are two ways to understand if a SMARTCORE STICK® has been used: 
    •    the paper around the filter will be slightly creased, and 
    •    there could be a slight aerosol stain on the paper. 
    To avoid reusing a SMARTCORE STICK® twice, here is a little tip for you:
    •    place the used stick back in the pack up-side-down  
    •    This way, you will not see the coloured part when you open the pack
    •    It will help you easily distinguish between new sticks and a used one

    IQOS ILUMA i – No 2nd consecutive experience available

    The issue may come from various reasons. Please, check the following:

    1.    Your device may be in the Eco Mode (FlexBattery feature):
    a.    In Eco Mode, your Holder will be set for a single use only, lasting up to 6 minutes.
    b.    In Eco Mode, the Holder will always show one horizontal line (when fully charged).
    c.    You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses

    2.    Discharged Holder:
    a.    The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
    b.    Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white
    3.    Dirty contacts:
    a.    Clean the contacts on the Holder and on the Pocket Charger (the place where the Holder gets in contact with the Pocket Charger)

    4.    Out of optimal temperature range:
    a.    The operating temperature range for the IQOS ILUMA i devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.
    b.    Bring the device to the optimal temperature range

    5.    Battery degraded:
    a.     If the lights blink 8 times during the experience after 12 months      since the purchase – normal battery degrading situation. 
    b.    If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check. 
    6.    Humid sticks:
    a.    If the SMARTCORE STICKS® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
    b.    To store your SMARTCORE STICKS® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions. 

    IQOS ILUMA i – No 3rd consecutive experience available

    This issue may come from various reasons:

    1.    You are using Pause feature in Performance Mode:
    a.    With a fully charged Holder, you can have the 3rd consecutive experience in Performance Mode (FlexBattery feature) if you do not use the Pause for the first two experiences.
    b.    If you use the Pause, the device will only deliver 2 consecutive uses.

    2.    Holder is not fully charged:
    a.    Charge your Holder by placing it in a charged Pocket Charger.
    b.    Note that the screen will not show 3rd available experience even if the Holder is fully charged and the experience is available.

    3.    Device is outside the optimal temperature range:
    a.    If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.
    b.    Bring the device to the optimal temperature range.

    4.    Humid sticks:
    c.    If the SMARTCORE STICK® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
    d.    To store your SMARTCORE STICK® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

    5.    Battery degradation:
    a.    The battery degradation may happen over time as for any other electronic device.
    b.    In this case, the replacement is not covered by the warranty. 

    IQOS ILUMA i – Cannot start the experience

    By default, on a new device, the AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience. Ensure your device is turned on. If you experience difficulties starting your experience automatically upon stick insertion, check the following:
    Discharged Holder:
    •    The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
    •    Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.

    Device is locked: 
    •    De-activate the device lock via IQOS App.

    Device is outside the optimal temperature range:
    •    The operating temperature range for IQOS ILUMA i devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
    •    Bring the device to the optimal temperature range.

    AutoStart is de-activated: 
    •    If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x 
    •    Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.

    Incorrect stick or incorrect stick insertion:
    •    The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
    •    Ensure that the SMARTCORE STICK® is fully inserted (approximately up to the line)

    To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing. 

    IQOS ILUMA i - My device delivers a 3rd consecutive experience. Is it normal?

    If you use Performance Mode (FlexBattery feature), your device may deliver up to 3 consecutive uses without the Pause.
    You can change your battery setting via IQOS App to set it in Eco Mode. 
    In this case, your Holder will be set for a single use only, lasting up to 6 minutes. 
    Pause Mode is not available in Eco Mode.

    IQOS ILUMA i – How to change features and settings in IQOS App?

    Customizable features (also available for all IQOS ILUMA devices): 
    •    Lock device
    •    AutoStart 
    •    Smart Gestures
    •    Vibrations 
    •    Illumination mode
    •    Rename my device
    •    Locate my device
    •    Diagnose and resolve an issue

    New advanced features (for IQOS ILUMA i devices):
    •    FlexBattery: performance mode or eco mode
    •    FlexPuff

    To change your settings, go to IQOS App homepage, select your device and follow the instructions on the screen.

    Can I replace my broken IQOS ILUMA PRIME by IQOS ILUMA i PRIME?

    No. If your device needs to be replaced, it will be replaced by exactly same model.
    We offer a 2-year voluntary warranty.   

IQOS ILUMA i - Touch Screen not responding / unable to tap or swipe

If you experience difficulties using the Touch Screen, check the following:
o    You are not using gloves
o    Your fingers are clean and dry
o    The screen is not broken or cracked
o    The screen is clean and dry
If there are no lights on the screen, check if:
o    Your Holder is ON
o    Your Holder is charged
o    Your Holder has not been damaged
If there are lights on the screen, perform a reset.
If physical damage and the above steps did not resolve the issue, check the replacement eligibility.

Can the Touch Screen be accidentally activated if it touches other items (ex: Holder is in the bag/pocket and is in contact with other items)?
•    Potentially yes
•    The Touch Screen is sensitive to conductive materials, i.e. it could activate the screen as if it was touched by the finger.
•    The screen will activate and show the Holder status.
•    It may consume the battery charge and your device may discharge more rapidly.
•    To avoid this issue, always keep your Holder in the Pocket Charger.

I have an issue with my IQOS ILUMA i device – Unusual screen signs (product issues)

If you have registered your IQOS ILUMA i device in your account on iqos.com, you can try our self-diagnostic tool that allows you to quickly identify and fix problems with your device. To use the self-diagnostic tool, please follow this link.
If your IQOS ILUMA i device is not yet registered in your account, you can try our different troubleshooting options by following this link and selecting your device.

The issue may come from various reasons. Please, check the following:

Screen: 2 vertical lines (one at the top, one at the bottom) alternating side 3x
Issue: Device is out of operating temperatures range
Action: Bring the device to the optimal temperature range (0 – 40°C)

Screen: One or two horizontal lines blinking 8x 
Issue: Battery End of Life; One or both experiences permanently lost
Action: Eligibility replacement check

Screen: Letter “E” flashing 3x
Issue: Proximity to magnet affecting device / Device malfunction / Firmware update failed or interrupted
Action: Reset the device

Screen: Number “0” flashing 3x
Issue: Low battery
Action: Charge the Holder by inserting it in a charged Pocket Charger


Screen: horizontal line and a circle underneath
Issue: Device locked 
Action: De-activate the “Device Lock” feature via IQOS App.

Screen: no lights 
Issue: Holder OFF / Holder discharged / Contacts dirty / broken Holder
Action: Follow the Fault Tree


Screen: 3 horizontal lines appear in waves 3x
Issue: AutoStart is disabled (even when the stick is inserted) 
Action: Activate AutoStart feature via IQOS App

What is the optimal operational temperature for IQOS ILUMA i devices?

The operating temperature range for the IQOS ILUMA i PRIME devices is 0°C - 40°C.
If the device is outside the optimal temperature range, the screen will show 2 vertical lines (one at the top, one at the bottom) alternating side 3x
Bring the device to the optimal temperature range (0 – 40°C). No replacement is necessary.

IQOS ILUMA i - How to check how many uses I have available?

You can check the number of available experiences by checking the Touch Screen.
Short press on the Touch Screen:
•    Two horizontal dashes indicate – 2 available experiences
•    One horizontal dash indicate – 1 available experience. 
•    One horizontal dash after the 2nd experience indicates that you can have a 3rd experience 
•    Number “0” indicate that your battery is depleted. No experience available. Please, recharge your Holder.

If I accidentally start an experience with a used SMARTCORE STICK®, do I lose one experience?

Yes. If you start the experience with a used SMARTCORE STICK®, it will be considered by the device exactly the same way as a new stick. Therefore, the device will count this as one full experience. 
Note: you cannot put your experience on Pause Mode and change for the new stick.  Removing the stick while on Pause (or at any time during the use) will stop the experience. Insertion of a new stick will start a new experience (if available)
There are two ways to understand if a SMARTCORE STICK® has been used: 
•    the paper around the filter will be slightly creased, and 
•    there could be a slight aerosol stain on the paper. 
To avoid reusing a SMARTCORE STICK® twice, here is a little tip for you:
•    place the used stick back in the pack up-side-down  
•    This way, you will not see the coloured part when you open the pack
•    It will help you easily distinguish between new sticks and a used one

IQOS ILUMA i – No 2nd consecutive experience available

The issue may come from various reasons. Please, check the following:

1.    Your device may be in the Eco Mode (FlexBattery feature):
a.    In Eco Mode, your Holder will be set for a single use only, lasting up to 6 minutes.
b.    In Eco Mode, the Holder will always show one horizontal line (when fully charged).
c.    You can change the FlexBattery setting in the IQOS App to Performance Mode, which allows multiple consecutive uses

2.    Discharged Holder:
a.    The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
b.    Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white
3.    Dirty contacts:
a.    Clean the contacts on the Holder and on the Pocket Charger (the place where the Holder gets in contact with the Pocket Charger)

4.    Out of optimal temperature range:
a.    The operating temperature range for the IQOS ILUMA i devices is 0°C - 40°C. If used outside of its operating range, an experience could be interrupted or not starting.
b.    Bring the device to the optimal temperature range

5.    Battery degraded:
a.     If the lights blink 8 times during the experience after 12 months      since the purchase – normal battery degrading situation. 
b.    If the lights blink 8 times during the experience before 12 months since the purchase – eligibility replacement check. 
6.    Humid sticks:
a.    If the SMARTCORE STICKS® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
b.    To store your SMARTCORE STICKS® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions. 

IQOS ILUMA i – No 3rd consecutive experience available

This issue may come from various reasons:

1.    You are using Pause feature in Performance Mode:
a.    With a fully charged Holder, you can have the 3rd consecutive experience in Performance Mode (FlexBattery feature) if you do not use the Pause for the first two experiences.
b.    If you use the Pause, the device will only deliver 2 consecutive uses.

2.    Holder is not fully charged:
a.    Charge your Holder by placing it in a charged Pocket Charger.
b.    Note that the screen will not show 3rd available experience even if the Holder is fully charged and the experience is available.

3.    Device is outside the optimal temperature range:
a.    If the Holder is used outside the optimal temperature range (0°C - 40°C), the device may need to use more energy per use. This may discharge the battery more rapidly.
b.    Bring the device to the optimal temperature range.

4.    Humid sticks:
c.    If the SMARTCORE STICK® are humid, the device may need to use more energy per use. This may discharge the battery more rapidly.
d.    To store your SMARTCORE STICK® in the optimal conditions, keep them in a closed pack and do not expose to humidity or humid weather conditions.

5.    Battery degradation:
a.    The battery degradation may happen over time as for any other electronic device.
b.    In this case, the replacement is not covered by the warranty. 

IQOS ILUMA i – Cannot start the experience

By default, on a new device, the AutoStart is activated. You can also swipe your finger up from the bottom to the top of the screen to manually start the experience. Ensure your device is turned on. If you experience difficulties starting your experience automatically upon stick insertion, check the following:
Discharged Holder:
•    The Pocket Charger should be sufficiently charged (at least one solid white light) to allow full charge of the Holder.
•    Place the Holder in a charged Pocket Charger and leave it charging until the two Holder’s lights on the Pocket Charger turn solid white.

Device is locked: 
•    De-activate the device lock via IQOS App.

Device is outside the optimal temperature range:
•    The operating temperature range for IQOS ILUMA i devices is 0°C - 40°C. If used outside this operating range, an experience could be interrupted or not starting.
•    Bring the device to the optimal temperature range.

AutoStart is de-activated: 
•    If a stick is inserted and AutoStart is disabled, 3 horizontal lines will show in wave 3x 
•    Open the IQOS App and ensure AutoStart is activated, and Device Lock is de-activated.

Incorrect stick or incorrect stick insertion:
•    The device is designed to only work with SMARTCORE STICK®. If you use any other product, the experience duration may be impacted or may not start.
•    Ensure that the SMARTCORE STICK® is fully inserted (approximately up to the line)

To confirm that the experience has started, the device will vibrate, and the ring will slowly appear from the bottom of the screen until fully closing. 

IQOS ILUMA i - My device delivers a 3rd consecutive experience. Is it normal?

If you use Performance Mode (FlexBattery feature), your device may deliver up to 3 consecutive uses without the Pause.
You can change your battery setting via IQOS App to set it in Eco Mode. 
In this case, your Holder will be set for a single use only, lasting up to 6 minutes. 
Pause Mode is not available in Eco Mode.

IQOS ILUMA i – How to change features and settings in IQOS App?

Customizable features (also available for all IQOS ILUMA devices): 
•    Lock device
•    AutoStart 
•    Smart Gestures
•    Vibrations 
•    Illumination mode
•    Rename my device
•    Locate my device
•    Diagnose and resolve an issue

New advanced features (for IQOS ILUMA i devices):
•    FlexBattery: performance mode or eco mode
•    FlexPuff

To change your settings, go to IQOS App homepage, select your device and follow the instructions on the screen.

Can I replace my broken IQOS ILUMA PRIME by IQOS ILUMA i PRIME?

No. If your device needs to be replaced, it will be replaced by exactly same model.
We offer a 2-year voluntary warranty.